Frequently Asked Questions

Why Is MetroBOX Different?

What’s mobile self storage?2019-11-12T21:43:14+10:00

Mobile self storage is when we bring the storage unit to your address, which is why it’s called ‘mobile.’ The term ‘self storage’ is a common industry term used because the customer is usually the one doing the heavy lifting and loading all their belongings into the storage unit, which is why they call it self storage. Here at MetroBOX, however, we are taking the ‘self’ out of mobile self storage because after we bring you the storage unit, our professionally trained furniture removalists will load your MetroBOX for you, while you sit back, relax and watch. Kind of like a spectator sport.

Why is mobile self storage better than regular storage alternatives?2019-11-12T21:44:32+10:00

Mobile self storage is so much better than traditional self storage options for so many different reasons. But the biggest reason is because we save you all the work, headaches and hassles involved with storage. For example, we’ll bring our portable storage units right up to your front door. Then we’ll load them up for you and once they’re all locked and loaded, we’ll transport them back to our secure storage facility and unload them for safe keeping. Traditional self storage companies make you to bring your belongings all the way to their storage warehouse. You are then allotted a storage unit and have to carry all your belongings back and forth from your car to wherever the unit is located in their warehouse, which in reality, turns a simple solution into an ordeal.

How are MetroBOXes different from TAXIBOX mobile self storage?2019-11-12T22:14:01+10:00

While we love TAXIBOX, the services we offer are different. TAXIBOX is a true mobile self-storage service, where the storage unit is delivered to your address and left there for the duration while you pack your boxes and load them into the storage unit yourself. MetroBOX offers a complete, end-to- end storage solution, where we do everything for you except pack your smaller items into boxes and lock the MetroBOX portable storage pod. That’s why MetroBOX appeals to different people than most of our current self storage competitors.

How is MetroBOX different from AUSPODS?2019-11-12T22:14:27+10:00

PODS provide an invaluable range of solutions in the storage industry, but they are also very different from MetroBOX. Firstly, PODS units are made from steel, aluminium and polymer.

MetroBOXes are made from breathable wood that absorbs atmospheric moisture and protects your belongings from mould and other water borne damage, which is especially important for long term storage. Much like TAXIBOX, AUSPODS also will not load your boxes for you and you will need to pay for all the days that it takes you to load your belongings between your other commitments. Finally, AUSPODS is also a subsidiary branch of the international POD and PODZILLA brand, whereas MetroBOX is 100% Aussie home grown.

What materials are the MetroBOXes made from?2019-11-12T22:14:54+10:00

Our MetroBOX storage boxes are 100% Aussie made from sturdy, structural wood that’s built to last and comes with a structural engineering certificate. Yet unlike metal containers, the MetroBOX wood also breathes, which helps prevent mildew, mold and water damage from infesting your belongings.

What size are the MetroBOXes?2019-11-12T22:15:29+10:00

The MetroBOXes are 1.8 wide x 2.3 deep x 2.4m high. So each MetroBOX storage unit holds a whopping total of 10 cubic metres squared of your belongings. This translates to all the contents of an entire one bedroom apartment – which is larger than most of our competitors!

How many MetroBOXes will I need?2019-11-12T22:21:27+10:00

That depends entirely on how much space you need. Check out our storage calculator here for a more accurate guesstimate, or call us for an expert consultation. And if you’re under, you can always order an extra MetroBOX on the day.

What’s MetroBOX Cost?

How much does MetroBOX storage cost?2020-01-28T12:26:58+10:00

MetroBOX storage prices depend on how many MetroBOXes you order and how long you intend to store them for. That’s because the more MetroBOXes you order, the less you pay per MetroBOX! We also provide discounts for longer storage periods. You can try our storage calculator and get an accurate storage quote here for a more accurate estimate tailored to your unique storage needs.

What’s included in the MetroBOX storage quote price?2020-01-28T12:39:46+10:00

That depends on what services you require, but the storage price you see in your online MetroBOX quote is the final, fixed cost of the services you request. It includes the MetroBOX delivery to your address, professionally packing up of your MetroBOXes, transporting the units back to our secure storage facility, the actual storage and all taxes including GST. If you tick the insurance option, the storage quote will also include whichever storage insurance option you choose.

The online MetroBOX storage quote includes everything except the return delivery and unloading fees.

How can I pay for my MetroBOX storage rental?2019-11-12T22:25:16+10:00

All payments for your monthly storage charges, loading and unloading will be charged on the website via Stripe, the secure third party payment system. Through the Stripe payment system, we can accept all major debit and credit cards including VISA, Mastercard and AMEX. You can also call up and pay over the phone. For more payment options, check out the Stripe website here.

What’s the minimum time I can rent storage for?2019-11-12T22:25:43+10:00

Your goods can stay for as long or as little as you like. But, yes, there is a minimum billing charge of one month. If you need to remove your goods at any point within your first month, there will be no refund provided for any unused days. We only provide refunds for unused days beyond the one month minimum.

What’s the maximum time I can hire storage for?2019-11-12T22:26:07+10:00

As long as you need. In fact, some of our customers have been storing their belongings with us for years!

What will I have to pay up front?2019-11-12T22:26:33+10:00

To secure your booking, you’ll only need to put down the first month of storage (and insurance, if you choose it) up front. If you cancel anytime up until 48 hours before the scheduled pick up date, your down payment is fully refundable. The professional loading fees can either be paid in one lump sum and are due on the scheduled pick up date, or you can split the loading fees into 6 monthly payments.

If I cancel, can I get a refund for my first month’s deposit?2019-11-12T22:27:03+10:00

If you have to cancel your MetroBOX booking, your first month deposit is completely refundable up until 48 hours prior to your scheduled move day. If you need to cancel or postpone the scheduled date within the 48 hours prior to the scheduled move date, you will still be refunded everything except a $90 administration fee.

Are there any late payment penalties and how are they charged?2019-11-12T22:27:22+10:00

Yes. A late fee of $20 is incurred if a monthly storage charge is more than 7 days overdue. If you have chosen to split your loading fees payments and they are also more than 7 days overdue, they will also incur a separate late fee of $20 for that month.

When I’m finished with the storage, how much does redelivery and unloading cost?2020-01-28T12:31:28+10:00

All things being equal, your redelivery and unloading fee should cost exactly the same as your original pick up and loading fee. The only things that may make a difference is if your originally pickup was on a weekday and you request a redelivery on the weekend, then weekend fees would apply. Or if your original pickup was within our usual metro service areas, but you request your MetroBOX redelivery to a regional area.

How To Prepare For Storage?

Do I need to pack my own storage boxes?2019-11-12T22:31:43+10:00

Yes. You pack your own moving boxes with your smaller belongings and our professional removalists will load them into your MetroBOX for you.

Where can I get packing boxes?2019-11-12T22:32:23+10:00

You can order sturdy cardboard boxes prior to your move date by calling our customer care centre.

Or if you are looking for a more durable, less flexible packing solution, you can rent our MetroTUBs to pack your more fragile belongings into.

Can I put anything in my MetroBOX?2020-02-27T12:53:43+10:00

You can put almost anything into a MetroBOX that fits the dimensions (2.3m deep x 1.7m wide x 2.4m high), except a limited list of prohibited items for safety reasons, including:

  • Hazardous, toxic, corrosive, environmentally harmful, contaminated or radioactive materials
  • Flammable or potentially explosive materials
  • Guns or weaponry
  • Paint, solvents, varnishes and paint thinners
  • Anything that’s moist or wet
  • Live items, ie. animals or plants
  • Perishable goods
  • Any stolen or illegal goods, as defined by Australian law
  • Waste products
  • Vehicles*

If you are unsure whether an item is restricted, please don’t hesitate to contact us and check.

*We have alternative options for vehicle storage, but we cannot load and store them inside the MetroBOX units.

Do I need to arrange my own parking for the MetroBOX moving truck?2019-11-12T22:34:37+10:00

Yes. If you don’t have a driveway or a dedicated loading zone at the pick-up address, please make sure there is a large/ double parking space reserved for our truck to park within 20 metres of your front door.

What happens if I can’t arrange parking?2019-11-12T22:35:07+10:00

After your booking has been confirmed by email, our customer care department will be in touch with you by telephone to finalise all the details. They will check if there is the right kind of access to your entrance and have plenty of ways to make it work even without arranged parking, depending on your particular situation.

What do I need to do to prepare and pack my things before your removalists arrive?2019-11-12T22:36:21+10:00

Preparation is key. Check out this short list of ways you can make sure your MetroBOX experience is smooth, quick and professional:

  1. Pre-read the storage insurance agreement – Our removalists will bring you a hard copy to sign before they start loading your MetroBOX on moving day. Once signed, the agreement will be binding.
  2. Take your furniture apart – We will only dismantle quick and easy items for you. If something you want to store is complicated or time consuming to take apart, please make sure it’s already disassembled before we arrive.
  3. Label fragile / delicate items – Please clearly mark boxes containing fragile items so our professional movers take extra care and know not to store them at the bottom of the pile.
  4. Pack it all up – Make sure all your belongings are packed and sealed in sturdy boxes and ready for the move before we arrive.
  5. Arrange a clear path of access – Ensure your entrances are not blocked, can open up as wide as possible and there are no obstacles blocking the pathway between your boxes and the exit. If you need permission to use the elevators in your building or to use any kind of shared area for the load, please make sure it’s all sorted out before we arrive.
  6. Parking space – Save a parking spot for the truck if you live in an area with busy street parking, shared parking lots or shared driveways.

Call and speak with our friendly customer care team if you have any other questions about preparation.

What About Storage & Removals?

– What are the benefits of having professional removalists load my storage box over loading it myself?2020-02-20T10:04:26+10:00

The three main benefits of having our team do the loading for you are:

  1. No heavy lifting – We’ll take the load off you so you stay fit, healthy and ready to get on with your day once your MetroBOX is gone.
  2. Professional removalists – Our team are the “Masters at Tetris” and have plenty of experience loading MetroBOXes for maximum value for money.
  3. Save time – We’ll send a two man team of expert removalists to get the loading done quickly, securely and completely within about an hour per MetroBOX (depending on what you have to store, of course).
Can I load my MetroBOX myself?2019-11-12T22:38:04+10:00

Yes, you can load your own MetroBOX, but only if you bring all your items to our nearest secure storage facility. This is our onsite storage option.

If I load my MetroBOX myself, can you still deliver and unload it when I need my stuff?2019-11-12T22:38:33+10:00

Of course! That’s one of the biggest advantage of choosing MetroBOX’s mobile storage units!

Can I assist your movers in loading and unloading my MetroBOX?2019-11-12T22:39:00+10:00

No. We do not have liability insurance for you to load or unload your items onto our truck.

Why do I need to be present when you’re loading my MetroBOX?2019-11-12T22:39:42+10:00

You or your authorised representative MUST be present while we are loading and unloading your MetroBOX because until your MetroBOX is locked and loaded, your belongings are still under your care and supervision. We will only assume responsibility for safekeeping your belongings once your MetroBOX storage pod is locked by you.

What if something doesn’t fit in my MetroBOX?2019-11-12T22:40:29+10:00

We very rarely come across an item that does not fit in within the generous MetroBOX dimensions, especially after it has been professionally dismantled. If an item can’t be dismantled, you need to measure it to make sure it fits within the 2.3m deep x 1.8m wide x 2.4m high MetroBOX dimensions. If not, then call us for an alternative storage solution: we also offer a separate service to store oversized items securely, but outside of the MetroBOX containers.

How does MetroBOX protect stored furniture?2019-11-12T22:40:55+10:00

Before we load delicate furniture into a MetroBOX, our professional removalists will wrap it with complimentary furniture pads, blankets and plastic wrapping to protect it from rubbing, scratches or any other kinds of damage. Where needed, straps are also used to hold items securely in place. The MetroBOX itself is also made from absorbent plywood that prevents moisture building up and damaging the contents inside.

Can you leave my MetroBOX at my property for onsite storage?2019-11-12T22:41:31+10:00

No. We cannot vouch for the security or integrity of your belongings if the MetroBOX is stored at your property.

Is my MetroBOX secured during transit?2019-11-12T22:42:05+10:00

Yes, of course. Your MetroBOX will be strapped down inside the transport trucks to ensure they don’t move around during transit.

Will I Have Easy Storage Access?

Can I access my MetroBOX anytime I want?2019-12-11T09:26:30+10:00

You can access your MetroBOX anytime for FREE during business hours, 6 days a week (Monday to Saturday) at our local storage facilities in Sydney and Melbourne. We do request that you call in or get on our online chat to book your access time at least 24 hours in advance.* That way we can have your MetroBOX ready and waiting for you in the visitor’s area when you arrive.

*Subject to availability

What if I forget to put something in my MetroBOX?2019-11-12T22:44:59+10:00

You have complimentary access to your storage units 6 days a week. So all you need to do is call us to book your access time and bring your forgotten items to our storage facility. We’ll make sure your MetroBOX is accessible in the visitor’s bay when you arrive. It’s as easy as that!

How Secure is MetroBOX Storage?

Is my MetroBOX safe and secure at your storage facility?2020-01-15T10:20:02+10:00

Here at MetroBOX, we take storage security very seriously. We maintain an exceptionally high level of security at our gated premises plus 24/7 video surveillance and motion sensors placed strategically around the property.

Plus our facility is heavily staffed, but even so, we don’t keep any copies of your unique MetroBOX padlock keys on our premises. Only you, the authorised MetroBOX account holder, has a copy of your storage key.

How are the units locked? Do I need to hold on to a key?2019-11-12T22:46:26+10:00

Each MetroBOX is securely designed so that there is only one possible point of entry. That point is secured with our complimentary padlock, which you will lock yourself before your MetroBOX leaves your property.

You will need to keep the key in a secure and safe location because it is the one and only key to your MetroBOX: we will not keep copies of your MetroBOX key.

What if I lose my key?2019-11-12T22:46:44+10:00

If you lose your key and you need to access your MetroBOX, you will need to come to our secure facility and sign a waiver form. Then we will be allowed to break the lock under your supervision.

You will also need to pay a $20 administration fee for the service and $12 for each replacement padlock.

What if I lose my key but I don’t need to access my MetroBOX?2019-11-12T22:47:14+10:00

In that case, please let us know that you’ve lost the key when you book your MetroBOX redelivery.

Our removalists can then bring the waiver form and the right equipment with them to break the lock under your supervision at your redelivery address. However, you will still need to pay a nominal administration fee of $20 and $12 for the loss of the padlock.

Can people can share a MetroBOX?2019-11-12T22:48:09+10:00

If you choose to share your MetroBOX with another person, that is entirely your business. However, each MetroBOX has only one authorised account holder, one padlock and one key. So that means that if you are not the account holder, your belongings will be under the management of the account holder within our facility and only accessible/ redeemable by that account holder. Our responsibility is to the account holder and to no one else. We will not take responsibility for any problems that may arise due to any private arrangements made to share a MetroBOX.

However, we highly recommend against sharing MetroBOX storage, for security and privacy reasons.

If there’s space, will you allocate a single MetroBOX to more than one customer?2019-11-12T22:48:32+10:00

Absolutely not! Each account holder has sole access to their MetroBOXes regardless of how full or empty they are. We take the safety and security of your belongings very seriously and would never allocate more than one person to a single MetroBOX.

Are the MetroBOXes weather resistant? Pest proof?2019-11-12T22:49:09+10:00

Your MetroBOX will almost never be exposed to weather conditions because it’s stored in a secure, modern and undercover storage facility. When MetroBOXes may be temporarily exposed during transit and loading/ unloading, they are covered in thick, waterproof vinyl covers that protect the exterior and keep the interior moisture free. Once your MetroBOX is safely delivered into our modern, indoor storage facility, the vinyl cover is removed.

We also have regular monthly pest control and inspections across our storage facilities to protect your belongings from all kinds of creepy crawlies.

Do You Have Storage Insurance?

Does MetroBOX have storage insurance?2019-11-12T22:50:11+10:00

You can purchase storage insurance as an optional extra when you book your MetroBOX. The storage insurance covers fire, theft and flooding for your belongings while they are stored in our secure MetroBOX storage facilities. It is essential that you read and understand the Product Policy and Product Disclosure Statement (PDS) before purchasing storage insurance. You can find those storage insurance documents here.

Am I automatically insured?2019-11-12T22:51:09+10:00

No. You will need to choose to purchase storage insurance when you book our MetroBOX services online, or ask our customer care agent about it when you book by phone. The policy forms will need to be signed in person on delivery day before our storage movers start loading your MetroBOX.

Also, we only offer storage insurance, which won’t cover your goods while they are being loaded or unloaded into your MetroBOX or during transit. More often than not you’ll already be covered for loading and transit through your own Home and Contents insurance policy, or you may wish to take out separate Transit Insurance from CARTS Removals Insurance here.

Do I really need additional storage insurance?2019-11-12T22:51:41+10:00

Our facilities meet the highest security and safety standards, but exceptional events are still a fact of life. That’s why we offer additional insurance coverage from theft, fire and storm damage, priced at $2 per $1,000 value of your goods. You can read more about our additional storage insurance here.

What’s the process if I need to make an insurance claim for my goods?2019-11-12T22:52:23+10:00

If you have taken out storage insurance through us, you can contact our customer care consultants to assist with the claims process.

You should also be aware that storage insurance does not cover damages or losses that have happened during the loading, unloading or transit stages. If that’s the case, please contact your home and contents insurance company or the company you have taken transit insurance with.

How Do I Get My Things out of Storage?

How do I get my MetroBOX back?2019-11-12T22:53:32+10:00

You can book your re-delivery very easily by calling our friendly customer care agents.

How much does MetroBOX return delivery cost?2020-01-28T12:54:32+10:00

If your MetroBOX is being redelivered back within our regular service area on a weekday, then the unloading cost will be exactly the same amount as the original price you paid for your MetroBOX to be packed up. If your original pick up was on a weekday and your request a return delivery on the weekend, you will only pay the difference of our regular weekend rates.

What happens if I haven’t paid up my MetroBOX account when I need my things?2019-11-12T22:54:36+10:00

We will only re-deliver your MetroBOX once your storage and loading fees have been paid up to date.

Do I have to pay for a full extra month if my redelivery is only a few days into the new month?2019-11-12T22:55:05+10:00

No. Our online system is set up so you pay for the full month, but you will be reimbursed for any days you’ve that you haven’t used (beyond the one month minimum storage rent period).

Can I pick up my contents from the MetroBOX storage warehouse myself?2019-11-12T22:55:36+10:00

Of course. If you prefer to unload and pick up all your MetroBOX belongings yourself directly from our facility, you will just need to book an access time at least 24 hours in advance. You will still need to make sure all your payments are up to date, but you won’t be charged unloading in that case (re-delivery to the same zone is free in any case).

Can you re-deliver my MetroBOX to a different location?2020-01-28T12:34:25+10:00

That’s not a problem, but if the new location is outside our  usual MetroBOX service areas, you may be looking at a different delivery and unloading storage price.

Can you re-deliver my MetroBOX to a regional or rural location?2020-01-28T12:32:24+10:00

Yes we can. Our professional removalists can redeliver your MetroBOX almost anywhere in Victoria or NSW, but you will need to call our customer care team for a special quote.
Please note: If the address is outside of our MetroBOX Sydney or Melbourne MetroBOX service areas, you won’t be able to generate an accurate, fixed online quote.